Our HR department sends in requests for new employees to the Help desk. This creates a ticket as expected.

I have seen, however, that if there are multiple new hires that are sent in a short period it is combining them into one ticket. The subjects are different because the user name is in each one but it seems like all or most of the emails that are sent get lumped into one ticket.

An example of this is that we had 5 employees starting on the same day. HR sent in five emails for these users and 4 of the five were in one ticket. All five emails were all sent in a matter of five minutes. The format of the subject is "New Hire-Empoyee Name-Start Date." In this case the only difference between them was the employee name but the subject was different. I would expect five separate tickets to be created but it only created two.

Has anyone else seen this and/or is there any way to keep this from happening? Any help or ideas would be greatly appreciated. Thank you!

That was a similare case from what I am seeing. Our HR department was taking the same message, selecting Forward and then editing it which kept the message header the same. Spiceworks support told me this may be the case and I had an idea that may be the case after reading through the link from benhar. Thank you everyone for your input!

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